It may be necessary to end a contract early; for example, a customer may have stopped using your service, or have cancelled. If the customer is not due to be reactivated, you need to archive the contract.
๐Note: If you have any ad-hoc payments scheduled on the contract, please ensure you delete these before archiving as the process of archiving doesn't automatically do this.
๐Note: If you're archiving a Direct Debit after the payment submission deadline for an upcoming scheduled payment, the payment is still collected by the system.
To cancel and archive a contract:
Within the CUSTOMERS tab, find the customer by searching any of the fields.
Click on View Customer the eye icon. This opens the customer's PROFILE.
Click on CONTRACTS tab.
On the contract row under Actions click the green cog icon.
From the dropdown select Cancel.
From the Reason for Cancellation drop-down, select your Cancellation Code. The cancellation code is optional. The codes only appear in the account if it has been configured.
Click Cancel the Direct Debit.
Within the CUSTOMERS tab. find the customer by searching any of the fields.
Click on Archive Customer the book icon on the far right hand side of the screen.
Click Archive the Customer on the pop-up.
You will receive a confirmation window Customer archived successfully.
If you have Send 0C functionality active on your account, an 0C is sent upon archiving. We can configure your account to send 0Cs upon cancellation/archiving. To request this please contact our Assess Digital Assistant for support. If the assistant can't resolve your query, you're connected to a support agent for further investigation.
To view an archived contract:
Only Active Contracts are shown by default in the main Contracts view. To view any Archived Contracts:
On the CUSTOMERS tab, select All on the Customer Status drop-down.
Click SEARCH.